Looking for a job

Mateo Rocha

@mateorocha

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Bilingual administrative and virtual support specialist with strong records and data accuracy.

Colombia

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What I'm looking for

I seek a bilingual administrative or virtual support role where I can apply records management, HIPAA-compliant processes, and CRM skills to improve efficiency and client satisfaction.

I am a bilingual Administrative and Virtual Support Specialist with over four years of experience in back-office operations, customer service, and high-volume records management. I focus on accuracy, compliance, and efficient communication to support business operations.

In my most recent role I processed 100+ cases monthly with 98% accuracy and ensured 100% HIPAA adherence while improving workflow delays by 20%. I also monitored and managed 250+ medical requests monthly, reducing processing times by 18%.

I deliver reliable bilingual support (English B2 / Spanish native), handling customer inquiries, billing issues, and fraud escalation with high first-contact resolution rates. I have formal HIPAA training and practical experience protecting confidential records.

I am currently pursuing a Bachelor's in Audiovisual Communication and bring strong skills in CRM tools, data entry, document management, and remote teamwork to help organizations streamline processes and improve client satisfaction.

Experience

Work history, roles, and key accomplishments

Administrative Specialist

Records on Time

Nov 2023 - Nov 2024 (1 year)

Managed high-volume data entry and record-keeping, processing 100+ cases monthly with 98% accuracy.
Oversaw document preparation and compliance checks, ensuring 100% HIPAA adherence.
Handled client communications via email and phone, reducing verification delays by 20% through clear coordination.
Supported reporting tasks for leadership by tracking request status and generating workflow updates.

Data Entry File Management Validation CRM Compliance Reporting Administrative Work Time Management Scheduling Records Management Data Entry & Processing Health Insurance Healthcare HIPAA HIPAA Regulations Client Communication

Administrative Support

Office Partners

Jan 2022 - Oct 2023 (1 year 9 months)

Monitored and managed 250+ medical requests monthly, reducing processing times by 18% through proactive follow-up and workflow optimization.
Prepared, validated, and archived documentation to maintain accurate client files.
Coordinated communication across multiple stakeholders, improving customer satisfaction by 15%.

Medical Records Data Entry Compliance CRM Reporting Workflow Optimization Health Insurance Healthcare Records Management CRM Systems CRM Tools Google Sheets Google Workspace HIPAA HIPAA Regulations Client Communication

Customer Service Representative

Center Source

May 2020 - Nov 2021 (1 year 6 months)

Delivered bilingual customer support for an online gambling platform, handling 40+ inquiries per day related to cryptocurrency transactions, billing discrepancies, and account management.
Resolved payment and billing issues with a 90% first-contact resolution rate, reducing follow-up requests.
Identified and escalated suspicious activity, ensuring compliance and customer account safety.